Re: [rt-users] Add custom status tickets to My Tickets?
Hi. Thanks for your reply. I forgot to mention that we are currently on 3.8.14 (an upgrade is planned for “the future”…). It seems like there is no “advanced” when editing the ticket list on 3.8, is that right? /Johan From: Joe Harris [mailto:drey...@gmail.com] Sent: den 11 september 2012 00:57 To: Johan Sjöberg Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Add custom status tickets to My Tickets? Not sure if you got a reply yet, but I think depending on what version you are using, you may have an edit in the top right corner of the main search on the home page. If you click that and choose advanced you should see a query for __currentuser__ add in the where clause the status = 'newstatus' you want. Then save it. I believe if you're an admin, you can save it as a global change. But I'll have to log in and check to be sure. Sent from my mobile device. On Sep 10, 2012, at 4:06 AM, Johan Sjöberg johan.sjob...@deltamanagement.semailto:johan.sjob...@deltamanagement.se wrote: Hi. I have added a new status to the active statuses setting in RT_Siteconfig. Is it possible to make tickets with this status show up in the list “xx highest priority tickets I own” at “RT at a glance”? At the moment it seems like only “new” and “open” tickets are listed there. Regards, Johan Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT internals
On 11/09/2012 06:48, Asanka Gunasekera wrote: Hi Tim, thank you for the reply, bigest problem that I have not been a perl programer, hope you don't mind me asking bit more clarifications I am using Oracle as my database and I could not make head or tail of the relations :) guess need to sit by this and real go through the DB I can't help you with the Oracle stuff - MySQL is the only database I really know in any detail. 3. if I need to migrate to a new installation (with out upgrade) how would I go about this task (would it be as just to create the new instance and configure all the plugins as per the current and just do a backup and restore on the db) Yes. I've done that before. As long as you're not changing the software versions, just copying to a new system, it should be fine. Asanka = so this is not the way to do an upgrade? is it because there could be DB changes in the new release? There quite frequently are database updates in new releases. When performing a major new release, what I do is: Preamble: Disable incoming web requests and queue email to the RT server (you don't want to lose any ticket transactions during the upgrade) 1) Shut RT down and copy the database to a new server (which is easy for me since I run the database in a virtual machine and can just clone the VM) 2) Do the same for the web server, if it's on a separate machine from the database. 3) Perform the upgrade procedure, including any database updates required, on the new copy, and test it, in particular any local customisations you have in /opt/rt4/local. 4) If everything's working, shut down the old servers, and re-enable the web and email traffic, pointing to the new servers. This is a fairly complex way of performing an upgrade, but it has the advantage that you can easily back out of it if it goes wrong, and go back to your old system, which is not simple if you do an in-place upgrade of the live system. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT internals
Hi Tim thanks for the reply, the upgrade path that you have explain seem fairlly simple though consumes bit more time then in-place upgrade I believe but its safe to have the upper hand on fall back to the original system just in case if something to go wrong. Thank you again Best Regards Asanka From: Tim Cutts t...@sanger.ac.uk To: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, 11 September 2012, 14:58 Subject: Re: [rt-users] RT internals On 11/09/2012 06:48, Asanka Gunasekera wrote: Hi Tim, thank you for the reply, bigest problem that I have not been a perl programer, hope you don't mind me asking bit more clarifications I am using Oracle as my database and I could not make head or tail of the relations :) guess need to sit by this and real go through the DB I can't help you with the Oracle stuff - MySQL is the only database I really know in any detail. 3. if I need to migrate to a new installation (with out upgrade) how would I go about this task (would it be as just to create the new instance and configure all the plugins as per the current and just do a backup and restore on the db) Yes. I've done that before. As long as you're not changing the software versions, just copying to a new system, it should be fine. Asanka = so this is not the way to do an upgrade? is it because there could be DB changes in the new release? There quite frequently are database updates in new releases. When performing a major new release, what I do is: Preamble: Disable incoming web requests and queue email to the RT server (you don't want to lose any ticket transactions during the upgrade) 1) Shut RT down and copy the database to a new server (which is easy for me since I run the database in a virtual machine and can just clone the VM) 2) Do the same for the web server, if it's on a separate machine from the database. 3) Perform the upgrade procedure, including any database updates required, on the new copy, and test it, in particular any local customisations you have in /opt/rt4/local. 4) If everything's working, shut down the old servers, and re-enable the web and email traffic, pointing to the new servers. This is a fairly complex way of performing an upgrade, but it has the advantage that you can easily back out of it if it goes wrong, and go back to your old system, which is not simple if you do an in-place upgrade of the live system. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Customer and contacts relationship in RT
Hello, We are currently trying out RT and OTRS to see what both have to offer and what will fit our needs best. With OTRS you have the ability to link tickets to companies (customers) and for each company you can add one or more contacts. This way you can easily see the entire ticket (conversation history) of a customer. I have not been able to find a similar feature in RT. It seems RT simply has requestors and you can search for them by e-mail address. How would you go about searching for the ticket history of a company with multiple requestors? Is there maybe a plugin or extension which enables adding companies to RT and linking requestors to them? Thank you for your reply. -- Met vriendelijke groet / Best regards, Hans Vos System Administrator E h@drecomm.nl T 050-577 5822 Vestiging Groningen Hoendiep 208 T +31 (0)50 577 58 22 Bekijk onze actuele projecten 9745 ED Groningen F +31 (0)50 577 58 23 www.drecomm.nl Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Who is the owner.
Hi everyone, Not exactly a technical question but in your configuration who is the owner of a ticket ? 1/ Is the owner is who solve the ticket, meaning who have do the «real job» or 2/ the owner is who have the responsibility to ask/do what necessary to make the problem solve ? In the first case who have the responsibility of solving the ticket ? And how can I make this person appear in the ticket. In the second case how can I use the «TimeWorked» ? Example : A ticket is owned by Alice Alice ask Bob to do the job. Bob use 30 minutes to solve the problem Alice use 15 minutes to complete the solution how can I have a TimeWorked in that case ? Regards. JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 xmpp: j...@jabber.obspm.fr Heure local/Local time: mar 11 sep 2012 15:24:39 CEST Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Customer and contacts relationship in RT
Hans, for the ticket history of a company with multiple requestors? Is there maybe a plugin or extension which enables adding companies to RT and linking requestors to them? RT has no built-in support for customers per se, but you can still use RT groups to emulate it. Create one group per customer and assign contacts to the respective groups. To make permission management easier later on, you can also create one master group called Customers and make all other customer groups its members (permissions are inherited). A group can become ticket Cc, so you can assign customer contacts to each ticket in an easy way. You can even automate this through Scrips (e.g. when a known user creates a ticket, set the group it belongs to as ticket Cc). If you also set a customer's name in a custom field of each ticket, you should also be able to do searches by customer (I don't think it's possible to search in Cc by group name). Best regards, Maciek Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Add incremental time worked in a scrip
Hi all, I want to increment the time worked of a ticket during execution of a scrip that fires with the On Correspond condition by adding time for just that transaction. I can't see a way to set the time worked for just the specific transaction that is active during the life of the scrip. The following line of code: $self-TicketObj-SetTimeWorked( $self-TicketObj-TimeWorked + $mins ); does increment the TimeWorked of the ticket, but that time is not allocated to that comment. I bet this is really easy, but I'm stumped. The wiki didn't help me either. Any pointers? Thanks, Gary Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Add incremental time worked in a scrip
Gary, ➢ I bet this is really easy, but I'm stumped. The wiki didn't help me either. If you want to associate times with comments, you need to make sure they are stored inside the corresponding transactions. However transaction objects are immutable, so you probably can't modify them from Scrips. I think you will need to intercept a callback in ticket update and update ticket parameters (UpdateTimeWorked) before they enter the RT core. Best regards, Maciek Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Add custom status tickets to My Tickets?
On 09/11/2012 06:34 AM, Johan Sjöberg wrote: Hmm, maybe I’m stupid but I can’t find a way to customize the query that is used to populate the “my tickets” list on “RT at a glance”. If I click “Edit”, I only get the options in the attached screenshot. You need to be logged in as a superuser (root, usually) to edit the search behind the global saved searches. Otherwise you just get to modify the display format. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] started dates in RT 3.8
Zitat von Kevin Falcone falc...@bestpractical.com: On Tue, Sep 04, 2012 at 02:54:38PM +0200, Tobias Ramin wrote: New tickets don't have values for started set. This is as expected, but it should be set, when a comment is made or an answer is sent. When a new ticket is replied, the started date is not set. Even after commenting the ticket afterwards, the date is not set. When a different new ticket is commented, the started date is set correctly. This still happens in RT 3.8.13. Started is set when a ticket transitions from an initial state to an active or inactive state. The most common of these would be new - open. I suspect you're running into the case that a Reply triggers the On Correspon Open Tickets Scrip which transitions the ticket from new to open, setting Started. A Comment does not trigger this scrip, does not change the status and thus does not set Started. You could add a scrip for On Comment Open Tickets, but be aware of the other behavior that'll add (a comment will flip a ticket from resolved or stalled to open, whereas before it wouldn't). -kevin Thank you Kevin, i didn't suspect a link between setting Started and the scrips. Our problem was actualy the other way around, Started was set on comment, but not on correspond. After playing with the scrip, i could resolve the issue by selecting the stage transaction batch for the global scrip On correspond open ticket. Best regards, Tobi smime.p7s Description: S/MIME krytographische Unterschrift Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] RT customization advice and/or quote requested
Hi, I would like to request some advice with regard to adding some features to RT. We are looking into doing this ourselves or perhaps outsource it. Each ticket that is created in RT must be linked to a ticket (HDI) in our project management system. Basically I want to have Create HDI button which will execute a script that inserts a new record into an external MySQL database and redirects you to another page in a new window using the insert ID from the new record. In order to do this each ticket in RT must have three pieces of information. CompanyID (custom field for a Requestor in RT) ProjectID (custom field for a Ticket in RT) TaskID (custom field for a Ticket in RT) To keep this user-friendly we want to have the ability to select a Project and Task using a drop down list. The flow of the process must be something like this. 1. New ticket is created and linked to a known Requestor (if not we have to manually modify the Requestor this is not a problem). 2. If CompanyID custom field is set for the Requestor that value must be used to generate the options for the Project drop down list. These options must be gathered using an MySQL query. 3. When a Project is selected from the drop down list a second drop down list must be populated. Again this will be done using a MySQL query and the value from the Project drop down list. This will require some AJAX functionality. The second drop down list must be populated after a value is selected from the first. Now when both drop down lists are selected a button with Create HDI must be shown or activated (maybe greyed out prior). This button must execute a script that will insert a new row to an external database and it also must set a custom value called HDI for the ticket. I have read in the manual that you can populate drop down lists with external data. Only I have no idea if it is at all possible to use the value of another custom field in the script that will generate the hash for the drop down options. And I also could not find information about implementing some AJAX functionality to populate a second drop down list using the value from another drop down list. If there is a company or individual willing to offer a quote to implement this you can contact us off list to discuss the details. -- Kind regards, Hans Vos Drecomm Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Who is the owner.
In our case, the person that does the work, and the person that resolves the ticket are the same people, and they are the owner. However, if you require having multiple owners of work for a single request, you could always create children tickets of the original request. That way, the person responsible for solving the ticket, can review all work that is being done on the ticket by looking at the children. That person can also see who owns the children ticket to know who to contact if something is taking too long to solve. RT is quite flexible, and there is probably many ways to do this. I just explained the way we do it, and another way you could do it. Thanks! Mike. On Tue, Sep 11, 2012 at 9:33 AM, Albert Shih albert.s...@obspm.fr wrote: Hi everyone, Not exactly a technical question but in your configuration who is the owner of a ticket ? 1/ Is the owner is who solve the ticket, meaning who have do the «real job» or 2/ the owner is who have the responsibility to ask/do what necessary to make the problem solve ? In the first case who have the responsibility of solving the ticket ? And how can I make this person appear in the ticket. In the second case how can I use the «TimeWorked» ? Example : A ticket is owned by Alice Alice ask Bob to do the job. Bob use 30 minutes to solve the problem Alice use 15 minutes to complete the solution how can I have a TimeWorked in that case ? Regards. JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26/06 86 69 95 71 xmpp: j...@jabber.obspm.fr Heure local/Local time: mar 11 sep 2012 15:24:39 CEST Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] custom actions for inserting multiple mixed v4/v6 IP addresses into a custom field
On Sep 5, 2012, at 11:00 AM, Kevin Falcone: On Fri, Aug 31, 2012 at 05:49:36PM +, Lundberg, Emory wrote: I cannot seem to get a scrip that will accept multiple comma-seperated addresses from an email (or any correspondevent for that matter), only one address will be accepted. The scrip I am using is a custom action that looks like this: I'd suggest looking at what RTIR's IP address parsing routines are doing. You'll want lib/RT/Action/RTIR_FindIP.pm in the RTIR tarball. Also, keep in mind that if you create an Multiple Value IP Address custom field, you still need to add your multiple values one at a time (like if you were adding multiple values to a normal multi-value CF). It's my understanding that RTIR's module will snarf up all IP addresses and that isn't exactly what I was wanting to do. I may be going about this in a weird way and I'm absolutely doing something with less resistance. Users are filling out a form that is emailed into RT for staging new systems, and it would be advantageous for us to collect all the IP addresses on all interfaces at that time instead of one, which historically is the management IP address collected via scrip as X-IP. We have a scrip that gathers up that and several other values in one go, and then inserts that into custom fields. The reason that I'd like to avoid the RTIR approach is that those requests can have IP addresses in them for host ip filters or firewall policies. I don't know how normal multi-value CFs behave, our other CFs are just one-value. The RT cli is perfectly capable of handling multiple values for my new IP-addresses CF, and I cannot seem to have more than one X-IP-addresses match per reply/comment. It picks up the first and then ignores the rest. i.e. X-IP-addresses: 127.0.0.1 X-IP-addresses: 127.0.0.2 X-IP-addresses: 127.0.0.3 would result in only `X-IP-addresses: 127.0.0.1` getting picked up. I'm not at all opposed to being told I'm doing this in a dumb way. If adopting the logic in RTIR's module into a scrip for RT so that it only picks up addresses I tag with X-$CFNAME is the best way, I would appreciate any tips or suggestions to prime the pump, I am not confidant I'm approaching this right or understanding the recommendation. thank you! Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Customer and contact lists
Hi Hans, We use rt in this manner. Create a queue and group per customer; associate the users with the group, assign group perms to the queues and you're cooking with gas. Regards, Chris Herrmann Far Edge +612 84251400 +614 03393309 http://www.faredge.com.au Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
